Troubleshooting & FAQ

The block doesn’t appear on the product page

Check, in order:

1. Is personalization enabled on this product? Products → your product → Configure → the Enable personalization switch. When disabled (or unconfigured), the block intentionally renders nothing.
2. Is the block in your published theme? The app’s home page shows the block status with a one-click fix. If you recently switched themes, the new theme needs the block added once — see Add the block.
3. Multiple product templates? The block must be present in the template this product uses (e.g. product.jewelry), not only in the default one.
4. Vintage theme? Themes without JSON templates can’t host app blocks; the home page tells you explicitly if that’s the case.

The preview appears below the block instead of on the photo

That’s the fallback mode. It happens when:

• no preview zone is defined for the product — draw one in the zone editor; or
• the app couldn’t locate the product image in this theme’s markup — the fallback guarantees the customer still gets a live preview.

Also note: in image carousels, the overlay intentionally hides when its anchor image scrolls out of view (so text never floats over a lifestyle photo) and returns with the image.

A required field doesn’t block add-to-cart

• Confirm the field is marked Required on this product.
• If the field is conditional, remember a hidden field is deliberately not required.
• If your theme uses a custom add-to-cart flow (third-party quick-buy apps, heavily customized forms), test on a default theme like Dawn; contact support with the theme name — validation covers all standard Online Store 2.0 themes.

The fee doesn’t show, or shows separately

• The fee only applies when the trigger condition is met (surcharge settings).
• The bundle (product + fee) is assembled at cart level by a Shopify Function; give the cart a moment and refresh if you’re testing rapidly.
• If another app rewrites cart lines or strips line properties, the bundle references can be lost — see the caution in Order line properties.
• A hidden “Personalization fee” product must exist in your catalog; the app recreates it automatically on the next save if it was deleted.

Express checkout buttons are hidden on some product pages

Intentional, on pages where personalization is at stake: express buttons skip the product form, so the customer would lose their personalization and its validation. Accelerated payment still works at checkout. Details: Engraving surcharge.

Labels show in English on a non-English store

The block follows the storefront locale of the page. Check that the page is served under a language your store actually publishes, and that the language is one of the 15 supported. Any string can also be edited per language in Settings.

FAQ

Does the app slow my store down? The storefront bundle is ~7.6 KB gzipped total, deferred, with zero external requests. Optional modules load only on products that need them. Measured impact on Lighthouse mobile is under 5 points.

Do I need Shopify Plus? No. Nothing in the app requires Plus or checkout access. (The app’s top pricing tier happens to be named Plus — unrelated.)

What happens when I uninstall? Your theme is untouched (the block simply disappears), orders keep their properties, and app data is purged after 30 days — see Data & privacy.

Can customers edit a personalization after ordering? Not by themselves — as for any order edit, they contact you; you can edit line properties from the Shopify admin if needed before engraving.

Something else? Contact support — include your store’s .myshopify.com domain, the product page URL and, if relevant, a screenshot.